Traffic Management Center (TMC) Area Supervisor - Baton Rouge

Position Description

Join Serco as a Traffic Management Center (TMC) Area Supervisor in Baton Route, LA!

Serco supports the Louisiana Department of Transportation and Development (DOTD) in their initiative to improve the operations of the TMC and improve coordination with partners in responding to incidents on the roads. We achieve this goal with an experienced and highly trained team of TMC Operators. 

TMC Operations Area Supervisors are mission-critical, providing support and backup to TMC Operators to supplement necessary functions, address short-term needs, and achieve optimal performance. TMC Operations Area Supervisors are responsible for ensuring business functions are met; ensuring appropriate staffing levels are being met for each shift; coaching and mentoring individual staff; conducting staff performance reviews; and communicating, coordinating, and collaborating with other TMC staff, Intelligent Transportation System (ITS) personnel, Department personnel, Motorist Assistance Patrol (MAP), and partner agencies.

As leaders of teams that work closely with DOT personnel statewide, local law enforcement, and other first responders on a daily basis, the Area Supervisor positions are the highest-profile positions within the TMC. They are the eyes and ears of the detection and management of all activities being handled by the center.

TMC Supervisors must, at a minimum, be trained and have experience in TMC operations, as well as experience in managing TMC Operations staff.

As a TMC Area Supervisor, you can expect to:

• The TMC Statewide Supervisor shall oversee the TMC Operations, manage staff, operate the ATMS and other TMC software packages, perform quality control checks, and develop relationships with response agencies. The TMC Supervisor shall perform the tasks of a Senior Operator and a TMC Operator in their absence.
• The TMC Supervisor is responsible for the daily supervision of staff. The TMC Supervisor may conduct group TMC staff meetings and individual TMC Operator meetings. The purpose of group staff meetings is to review SOP changes, announcements, and significant incidents and to foster a team atmosphere. The TMC Supervisor may also meet with individual TMC Operators to discuss their performance, any issues they may have with other TMC Operators, and any other human resource-related issues.
• The TMC Supervisor must perform quality control on all information produced by the TMC. Reviewing incident entries is a crucial procedure for evaluating how TMC operators adhere to Standard Operating Procedures (SOPs).
• The TMC Supervisor shall assist with DOTD requests regarding ITS Operations, incident management, and data collection. Monthly performance reports shall be generated for performance measures. Additional reports will be created upon request by the DOTD ITS Section. In addition, the TMC Supervisor shall be responsible for ensuring that the latest hard copies of all software manuals, SOP documents, and other relevant materials are available to their TMC Operations staff.
• The TMC Supervisor must keep the DOTD ITS Section maintenance personnel informed of TMC equipment failures that may require expedited repair. The TMC Supervisor shall keep the ITS Section informed of the status of field devices crucial to TMC Operations and shall assist the DOTD ITS Maintenance and Communications Engineer in prioritizing the maintenance of the equipment. A TMC senior-level staff member shall attend the monthly ITS maintenance meetings to discuss equipment issues. 
• A significant component of a TMC Supervisor’s responsibility is process improvement. The TMC Supervisor shall continuously seek ways to improve the efficiency of TMC Operations and shall advise the TMC Operations Manager in writing of persistent issues and ideas to address them. Continued training and monitoring of staff is paramount to achieve the primary goal of the TMC.

Summary of TMC Supervisor Responsibilities

• Perform all duties required of a TMC Operator position
• Supervise and provide guidance to the TMC Operator(s)
• Notify Human Resources immediately in the event of employee issues or violations that may require corrective action (i.e. a Performance Improvement Plan (PIP), suspension, and/or termination)
• Provide TMC Operator counseling and corrective actions, when necessary, with the support of Human Resources
• Ensure all TMC Operations Staff are appropriately trained to perform duties
• Perform quality control on all TMC Operations tasks
• Coordinate and manage TMC schedules and PTO requests
• Serve as the primary TMC Operations point of contact
• Perform routine administrative tasks without supervision
• Conduct TMC tours
• Monitor equipment performance and manage the creation of work order reports as required
• Be on-call when required by DOTD
• Perform ATMS administrative tasks
• Manage record-keeping tasks (i.e., preparation of Pass Down Forms, Incident Plans, and reports for management on system performance) and keeping hard copies of the latest manuals, SOP, etc., accessible to staff
• Perform Incident and Congestion Management by supervising TMC Operators, guiding TMC Operators on managing abnormal events, and coordinating with DOTD and other response agencies
• Disseminate public, private, and interagency information by preparing or supervising the creation of Incident Plans for construction or special events and ensuring proper execution of these plans
• Perform data fusion by conducting or monitoring TMC staff who integrate various data sources. Analyze the data and present the information to DOTD or management along with any recommendations for improvement
• Interagency outreach with local agencies to promote the Traffic Incident Management Program and develop relationships for TMC coordination

Qualifications

To be successful in this role, you will have:

• Meet all qualifications of a TMC Senior Operator
• Proven performance in recognizing quality control issues
• Proven ability to manage an operations schedule and staff time accounting
• Proven ability to manage staff and fairly administer corrective actions when required
• Understand and perform higher-level ATMS application tasks
• Be on call for emergency contact
• Availability to work in shifts that cover 24/7 operations and various schedules, including nights, weekends, and holidays.
• Three years of DOTD (or comparable agency) TMC experience.
• Completed DOTD training principles, theories, and practices of leadership and management.
• Excellent customer service skills: manage teams to deliver high-quality customer service.
• Knowledge of TIM.
• Knowledge of principles, theories, and practices of emergency management.
• Ability to problem-solve in high-pressure situations.
• Ability to communicate technical information in layman’s terms.
• Ability to utilize English language writing skills necessary to perform precise and concise record-keeping, logging of required information, equipment checks, data gathering, and updating of manuals and contact lists that include all pertinent information without spelling or grammatical errors.
• Be fluent in English with the ability to receive, give, and understand written and oral instructions.
• Ability to complete required training.

This position is contingent upon your ability to pass a pre-employment criminal history check and drug screen.

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000 employees strive to make an impact every day across 100 sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.